I remember in our police ops room someone in marketing ( yes..we had a marketing dept!) set up email as a means of contact. We also had voicemail.
We dropped the email when it was pointed out that another force had a full on emergency warp factor 9 attendance incident that was not picked up immediately. We pointed out that every means of incoming communication needed immediate checking. Voicemail was marginally better but only just.
For a business to not routinely check and deal with emails, voicemail, messages suggests a less than well thought out and efficient business. All they need to do is delegate someone ( set up a rota) to check daily or twice daily for messages and deal with them. Maybe they think they are too important to do the menial, customer connection jobs? Perhaps not thought out customer care?
Mind you last time I ordered from Holden I ordered the wrong variant part. Phoned them, explained, apologised, sorted easily. It was pre Covid, though.
Covid provides an easy excuse sometimes.
I do think some businesses need to think things through a bit more.
